Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional do FGV (FGV Repositório Digital) |
Texto Completo: | http://hdl.handle.net/10438/20598 |
Resumo: | The present action research aimed to identify the possibilities of design thinking to enable innovative public services, by analyzing the results obtained in an action carried out in the professional practice of the researcher, within a project directed to reformulate the services provided to the taxpayer by the Attorney General's Office of the National Treasury of Brazil (PGFN). The action was planned and executed in the stages of understanding, observation, ideation, point of view and prototyping suggested by the Double Diamond in design thinking, resulting in a diagnosis of the problem situation and in the prototypes of the ideas formulated for solution. The research’s conclusions about the possible contributions of design thinking to iplement innovation in the public service were: i) formulation of a diagnosis of the problem situation from the point of view of the taxpayer, not the administration, and from that diagnosis solutions consistent with the user needs; ii) increase the degree of empathy and collaboration in teamwork; iii) interdisciplinarity in the treatment of public problems; iv) learning provided by the action and the research; v) networking and partnership building; vi) development of the process of awareness raising and awareness; vii) suitability of action-research method in the organizational area and in design thinking research |
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Marques, Adriana MacedoEscolas::EBAPEGaetani, FranciscoThiollent, MichelSantos, Luiz Alberto dos2018-03-16T18:47:47Z2018-03-16T18:47:47Z2017-06-20http://hdl.handle.net/10438/20598The present action research aimed to identify the possibilities of design thinking to enable innovative public services, by analyzing the results obtained in an action carried out in the professional practice of the researcher, within a project directed to reformulate the services provided to the taxpayer by the Attorney General's Office of the National Treasury of Brazil (PGFN). The action was planned and executed in the stages of understanding, observation, ideation, point of view and prototyping suggested by the Double Diamond in design thinking, resulting in a diagnosis of the problem situation and in the prototypes of the ideas formulated for solution. The research’s conclusions about the possible contributions of design thinking to iplement innovation in the public service were: i) formulation of a diagnosis of the problem situation from the point of view of the taxpayer, not the administration, and from that diagnosis solutions consistent with the user needs; ii) increase the degree of empathy and collaboration in teamwork; iii) interdisciplinarity in the treatment of public problems; iv) learning provided by the action and the research; v) networking and partnership building; vi) development of the process of awareness raising and awareness; vii) suitability of action-research method in the organizational area and in design thinking researchA presente pesquisa-ação objetivou identificar as possibilidades do design thinking para a implementação de serviços públicos inovadores, a partir da análise dos resultados obtidos em uma ação realizada na prática profissional da pesquisadora, dentro de um projeto de reformulação dos serviços prestados ao contribuinte pela Procuradoria-Geral da Fazenda Nacional (PGFN). A ação foi planejada e executada nas etapas de entendimento, observação, ideação, ponto de vista e prototipação sugeridas pelo Duplo Diamante no design thinking, tendo-se chegado a um diagnóstico da situação-problema, bem como aos protótipos das ideias formuladas para solução. As conclusões propiciadas pela pesquisa acerca das possíveis contribuições do design thinking para a implementação de inovação no serviço público foram: i) formulação de um diagnóstico da situação-problema sob o ponto de vista do contribuinte, e não da administração, e a partir desse diagnóstico soluções mais condizentes com as necessidades dos usuários dos serviços; ii) aumento do grau de empatia e colaboração nos trabalhos em equipe; iii) interdisciplinaridade no tratamento dos problemas públicos; iv) aprendizagem proporcionada pela ação e pela pesquisa; v) networking e formação de parcerias; vi) desenvolvimento do processo de tomada de consciência e conscientização; vii) cabimento do método da pesquisa-ação na área organizacional e em pesquisas de design thinkingporDesign thinkingService designPublic servicePublic administrationAction researchAdministração públicaInovaçãoServiço públicoDesenvolvimento organizacionalDesign de serviçosPesquisa-açãoAdministração públicaDesenvolvimento organizacionalReengenharia (Administração)Serviço públicoAdministração públicaPossibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacionalinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisreponame:Repositório Institucional do FGV (FGV Repositório Digital)instname:Fundação Getulio Vargas (FGV)instacron:FGVinfo:eu-repo/semantics/openAccessTEXTDissertacao final adriana para deposito com folha de aprovacao.pdf.txtDissertacao final adriana para deposito com folha de aprovacao.pdf.txtExtracted texttext/plain103233https://repositorio.fgv.br/bitstreams/8fe3a070-54c9-4b61-98c7-dfeeb663696b/download2263ba10cf07936e6e2f949119ac9c00MD55ORIGINALDissertacao final adriana para deposito com folha de aprovacao.pdfDissertacao final adriana para deposito com folha de 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|
dc.title.por.fl_str_mv |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
title |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
spellingShingle |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional Marques, Adriana Macedo Design thinking Service design Public service Public administration Action research Administração pública Inovação Serviço público Desenvolvimento organizacional Design de serviços Pesquisa-ação Administração pública Desenvolvimento organizacional Reengenharia (Administração) Serviço público Administração pública |
title_short |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
title_full |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
title_fullStr |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
title_full_unstemmed |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
title_sort |
Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional |
author |
Marques, Adriana Macedo |
author_facet |
Marques, Adriana Macedo |
author_role |
author |
dc.contributor.unidadefgv.por.fl_str_mv |
Escolas::EBAPE |
dc.contributor.member.none.fl_str_mv |
Gaetani, Francisco Thiollent, Michel |
dc.contributor.author.fl_str_mv |
Marques, Adriana Macedo |
dc.contributor.advisor1.fl_str_mv |
Santos, Luiz Alberto dos |
contributor_str_mv |
Santos, Luiz Alberto dos |
dc.subject.eng.fl_str_mv |
Design thinking Service design Public service Public administration Action research |
topic |
Design thinking Service design Public service Public administration Action research Administração pública Inovação Serviço público Desenvolvimento organizacional Design de serviços Pesquisa-ação Administração pública Desenvolvimento organizacional Reengenharia (Administração) Serviço público Administração pública |
dc.subject.por.fl_str_mv |
Administração pública Inovação Serviço público Desenvolvimento organizacional Design de serviços Pesquisa-ação |
dc.subject.area.por.fl_str_mv |
Administração pública |
dc.subject.bibliodata.por.fl_str_mv |
Desenvolvimento organizacional Reengenharia (Administração) Serviço público Administração pública |
description |
The present action research aimed to identify the possibilities of design thinking to enable innovative public services, by analyzing the results obtained in an action carried out in the professional practice of the researcher, within a project directed to reformulate the services provided to the taxpayer by the Attorney General's Office of the National Treasury of Brazil (PGFN). The action was planned and executed in the stages of understanding, observation, ideation, point of view and prototyping suggested by the Double Diamond in design thinking, resulting in a diagnosis of the problem situation and in the prototypes of the ideas formulated for solution. The research’s conclusions about the possible contributions of design thinking to iplement innovation in the public service were: i) formulation of a diagnosis of the problem situation from the point of view of the taxpayer, not the administration, and from that diagnosis solutions consistent with the user needs; ii) increase the degree of empathy and collaboration in teamwork; iii) interdisciplinarity in the treatment of public problems; iv) learning provided by the action and the research; v) networking and partnership building; vi) development of the process of awareness raising and awareness; vii) suitability of action-research method in the organizational area and in design thinking research |
publishDate |
2017 |
dc.date.issued.fl_str_mv |
2017-06-20 |
dc.date.accessioned.fl_str_mv |
2018-03-16T18:47:47Z |
dc.date.available.fl_str_mv |
2018-03-16T18:47:47Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10438/20598 |
url |
http://hdl.handle.net/10438/20598 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
reponame:Repositório Institucional do FGV (FGV Repositório Digital) instname:Fundação Getulio Vargas (FGV) instacron:FGV |
instname_str |
Fundação Getulio Vargas (FGV) |
instacron_str |
FGV |
institution |
FGV |
reponame_str |
Repositório Institucional do FGV (FGV Repositório Digital) |
collection |
Repositório Institucional do FGV (FGV Repositório Digital) |
bitstream.url.fl_str_mv |
https://repositorio.fgv.br/bitstreams/8fe3a070-54c9-4b61-98c7-dfeeb663696b/download https://repositorio.fgv.br/bitstreams/f433b44f-6250-43fc-9ff3-39510d82cdd8/download https://repositorio.fgv.br/bitstreams/54be60cf-f495-4bff-bb24-78eb22cc4f47/download https://repositorio.fgv.br/bitstreams/c570c7c9-53ee-4657-9c08-cc81a9670f24/download |
bitstream.checksum.fl_str_mv |
2263ba10cf07936e6e2f949119ac9c00 36e0a127cb85d7dc9e530906b33622d2 dfb340242cced38a6cca06c627998fa1 7529a2de9d8676fd9d8e59aa899e3440 |
bitstream.checksumAlgorithm.fl_str_mv |
MD5 MD5 MD5 MD5 |
repository.name.fl_str_mv |
Repositório Institucional do FGV (FGV Repositório Digital) - Fundação Getulio Vargas (FGV) |
repository.mail.fl_str_mv |
|
_version_ |
1810023939322150912 |